Help Desk Analyst II

Baylor College of Medicine

Houston, TX

ID: 7180209 (Ref.No. 17237-en_US)
Posted: September 19, 2023
Application Deadline: Open Until Filled

Job Description


The Help Desk Analyst II delivers innovative, world-class, front-line customer support to a large and complex organization in a call center environment. The Analyst II diagnoses and resolves first and second-tier technical issues and, as necessary, escalates issues to more experienced Help Desk Analysts, the lead, manager, and/or subject matter experts on other Office of Information Technology (OIT) teams. Issues addressed by the Analyst II include, but are not limited to password resets, unlocking accounts, "how-to" questions, workstation operating system questions/issues, printer setup and troubleshooting, enterprise application support, network share access, etc. The Analyst captures all required information in the work order management system and triages work orders to the appropriate OIT teams as required. As with all Technology Support team members, the Analyst II is expected to exercise good judgment and initiative, and possess in-depth understanding of Baylor's policies and procedures, especially those regarding confidentiality. Teamwork is indispensable in achieving maximum team efficiency and the delivery of first-class customer support.


Internal Title: Coordinator, Technical Support Services; Working Title: Help Desk Analyst II.

Job Duties

• Responds to technical requests by way of automatic call distribution (ACD) calls, voice mail, e-mail, and walk-ins.
• Diagnoses and accurately resolves technical software, hardware, networking and account issues.
• Researches questions and/or issues using available information and resources.
• Follows standard technology support and Baylor College of Medicine procedures.
• Acquires and maintains current knowledge of relevant product offerings and support policies.
• Identifies and escalates situations needing urgent attention.
• Documents all technology support customer interactions into the call tracking system.
• Assists Technical Advocates with technical issues.
• Performs after hours, on-call duties.
• Trains current and new personnel.
• Engages in special projects as assigned.
• Performs other job related duties as assigned.

Minimum Qualifications

  • High School diploma or GED.
  • Two years of relevant experience.

Preferred Qualifications

  • Associates Degree in related field.
  • Two years of IT experience.


Baylor College of Medicine requires employees to be fully vaccinated -subject to approved exemptions-against vaccine-preventable diseases including, but not limited to, COVID-19 and influenza.


Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.




Baylor College of Medicine fosters diversity among its students, trainees, faculty and staff as a prerequisite to accomplishing our institutional mission, and setting standards for excellence in training healthcare providers and biomedical scientists, promoting scientific innovation, and providing patient-centered care. - Diversity, respect, and inclusiveness create an environment that is conducive to academic excellence, and strengthens our institution by increasing talent, encouraging creativity, and ensuring a broader perspective. - Diversity helps position Baylor to reduce disparities in health and healthcare access and to better address the needs of the community we serve. - Baylor is committed to recruiting and retaining outstanding students, trainees, faculty and staff from diverse backgrounds by providing a welcoming, supportive learning environment for all members of the Baylor community.